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- Tasks: Lead customer success for major enterprise clients and develop strategic relationships with executives.
- Company: Join ServiceNow, a global leader in AI-enhanced technology transforming how organisations work since 2004.
- Benefits: Enjoy flexible work options, a collaborative culture, and opportunities for professional growth.
- Why this job: Be part of a mission to improve customer outcomes and drive digital transformation across industries.
- Qualifications: 12+ years in professional services with expertise in AI integration and digital transformation.
- Other info: ServiceNow values diversity and offers accommodations for all applicants.
The predicted salary is between 54000 - 84000 £ per year.
You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer outcomes. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.
What you get to do in this role:
- Service 1-3 large enterprise customers
- Develop executive relationships with CIO, CFO, CHRO and business leaders
- Understand goals and develop customer roadmap
- Execute winning co-delivery models
- Develop relationships with ecosystem partners
- Develop implementation strategies and readiness process to accelerate time to value
- Establish delivery operating model governance
- Maintain account level relationships for clear value proposition within the account
- Participate in account delivery governance
- Advocate/champion ServiceNow's best practices
- Contribute expertise on how advisory, expert services, and Co-Delivery can be optimized
- Provide high customer satisfaction metrics for assigned accounts
Qualifications
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
- 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
- Management consulting role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
- Experience at F100-1000 accounts
- Understanding of issues and goals driving digital transformation across industry
- Depth in digital transformation design, implementation, and management
- Expertise in one industry, "minors" in one or two additional industries
- IT, HR, and GBS Transformation experience
- Executive relationships with CIO, CFO, CHRO and business line leaders
- Experience identifying goals and solving challenges
- Experience serving as part of a client account leadership team
- Experience expanding offerings with clients
- Experience integrating with other account functions in developing account strategies and Customer Outcomes plans
- Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSI's
- 5+ years large program experience (multi-tracked, OCM)
- Experience managing outcomes to a CxO position
- Co-Delivery experience with Big 4, large SI's
- Knowledge of ServiceNow - minimal, experience with multiple ServiceNow product suites
Principal Customer Success Manager employer: ServiceNow
Contact Detail:
ServiceNow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Customer Success Manager
✨Tip Number 1
Familiarise yourself with ServiceNow's platform and its AI capabilities. Understanding how their technology enhances customer outcomes will help you speak confidently about its benefits during interviews.
✨Tip Number 2
Network with current or former employees of ServiceNow, especially those in customer success roles. They can provide valuable insights into the company culture and expectations for the Principal Customer Success Manager position.
✨Tip Number 3
Prepare to discuss your experience with digital transformation and how you've successfully managed relationships with C-level executives. Highlight specific examples that demonstrate your ability to drive customer satisfaction and value.
✨Tip Number 4
Research the latest trends in AI and digital transformation within the industry. Being knowledgeable about current challenges and solutions will show your commitment to helping customers achieve their goals.
We think you need these skills to ace Principal Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success management, particularly with large enterprise clients. Emphasise your ability to develop executive relationships and your experience in digital transformation.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer outcomes and how your background aligns with the role. Mention specific examples of how you've integrated AI into work processes or solved challenges for clients.
Showcase Relevant Experience: Detail your experience in management consulting and any roles that involved working with C-level executives. Highlight your understanding of digital transformation and your ability to manage large programmes.
Demonstrate Cultural Fit: Research ServiceNow's values and mission. In your application, reflect on how your personal values align with their purpose of making the world work better for everyone, showcasing your commitment to inclusivity and collaboration.
How to prepare for a job interview at ServiceNow
✨Understand the Company and Its Culture
Before your interview, take some time to research ServiceNow's mission, values, and recent developments. Understanding their focus on AI-enhanced technology and customer outcomes will help you align your answers with their goals.
✨Showcase Your Experience with AI Integration
Given the emphasis on leveraging AI in this role, be prepared to discuss specific examples of how you've integrated AI into work processes or decision-making in your previous roles. Highlight any tools or methodologies you've used.
✨Demonstrate Executive Relationship Skills
Since the role involves developing relationships with C-level executives, share experiences where you've successfully built and maintained such relationships. Discuss how you navigated challenges and contributed to strategic decisions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage large programmes. Think of examples from your past where you led a project or overcame significant obstacles, particularly in digital transformation.
